The Versicherungskammer Bayern (VKB) is one of Germany’s ten largest direct insurers and the country’s largest public insurer. In 2016, the VKB generated a total premium income of 7.8 billion euros.
The VKB’s fundemental aim is that of a thoroughly customer-centric organisation. To stay out front as an industry pioneer, in 2015, the VKB anchored raising customer satisfaction as one of the company’s primary objectives. Focusing initially on the customer journey along the many interaction points with the VKB, internal structures are to be optimised coporation-wide to more fully comprehend the customer’s perspective.
The organisational transformation is supported by flanking measures which deliver continuous input on change process design and enable ongoing monitoring of effectiveness. Such measures include the MaritzCX customer satisfaction measurement system as well as internal operational and financial performance metrics.
Download the Case Study and discover how MaritzCX’s fully automated customer experience solution supported VKB’s transformation into a customer-centric firm.